SAP Knowledge Base Article - Public

3392680 - ''Copy to New Ticket'': priority is not maintained from the original Service Ticket

Symptom

When using the ''Copy to New Ticket'' option from a Ticket with "Urgent" priority, the new Service Ticket is created with "Normal" priority

Environment

SAP Service Cloud

Reproducing the Issue

  1. Go to the Service Work Center.
  2. Go to the Tickets view.
  3. Open ticket XXX with "Urgent" priority (XXX represents the ticket ID).
  4. Go to the Timeline pane or Interactions facet.
  5. Select an E-Mail interaction and chose the option ''Copy to New Ticket''.
  6. New ticket YYY is created.
  7. Priority for this new Ticket YYY is "Normal" instead of "Urgent"

Cause

When a ticket is created from an email, using "Copy to New Ticket", the new created ticket is copied from email priority.

If original Ticket has "Urgent" priority but e-mail has "Normal" priority, then the new ticket created will be "Normal" priority instead of "Urgent"

Resolution

  1. Go to the Service Work Center.
  2. Go to the Tickets view.
  3. Open ticket XXX with "Urgent" priority (XXX represents the ticket ID).
  4. Go to the Timeline pane or Interactions facet.
  5. Select an E-Mail interaction with "High" priority 
  6. Choose the option ''Copy to New Ticket''.
  7. New ticket YYY is created with "Urgent" priority

Keywords

Copy to New Ticket, Copy to Ticket, Priority, Urgent, High , KBA , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer core applications all versions